Job Description

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Job Title: Process Excellence Consultant L2
Req Id: 103844
City: Pune
State/Province: Maharashtra
Posting Start Date: 10/16/25
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
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WO Value - 220k
Location - PAN India
Role ServiceNow ITIL/ITSM Process Consultant
Position Description: Ideal Candidate will ensure development of the appropriate Information Technology Service Management (ITSM) model and process based on the ITIL Service Management framework and the successful application of this model across all aspects of the IT delivery. This includes the strategic, design, transition, and operation services and continuous service improvement.
Responsibilities
Responsibilities: Define, design, transition and continually improve the IT Service Management lifecycle, including processes, roles, metrics, Key Performance Indicators (KPIs) Provide guidance to the development processes and procedures, ensuring integration across a best practice framework ITIL v4 lifecycle mainly for Incident, Problem, Change, Service Request, Knowledge, Asset and Configuration management processes Implement the vision for continuous improvement of services with an emphasis on proactive planning, promoting a consumer-focused support culture, and improving the accountability of delivering effective and efficient services Ensure the capability of services being managed matures as per agreed KPIs or desired customer level Support the design services to create and meet Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) Oversee the documentation and communication of the processes, policies, and procedures for obtaining the correct, timely and cost-effective IT support Maintain oversight and understanding of technical advances, trends and industry best practices in IT Service Management technologies, sourcing strategies, procedures, and changing consumer needs Provide ITSM leadership experience and coaching processes across Enterprise Qualifications: Developed communication and diplomacy skills with a strong ability to persuade, influence and effectively embrace client and stakeholder relationships Demonstrable experience and capability to participate in complex projects autonomously Must have at least 4 years of core ITIL process implementation experience using ServiceNow platform
Advanced communication (oral and written) skills; the ability to listen effectively, react appropriately to feedback and construct an effective working environment Exceptional interpersonal skills including the ability to negotiate to fair and reasonable conclusions Ability to work under pressure and be highly pro-active in prioritizing issues Ability to adapt and respond rapidly to changing priorities and demands Logical thinker, completely welcoming new challenges, and ability to resolve issues of contention and conflicts. Capable of demonstrating, lead and teaching basic ITIL v4 best practices Demonstrated collaboration, teaming, and mentoring skills Uses best practices and knowledge of internal or external business issues to improve products or services Works independently; receives minimal guidance Determines and develops approach to solutions 5-10 years' Experience facilitating, lead or supporting implementation of ITSM and/or ITIL v4 and process frameworks Familiarity with program and project management and information technology services delivery methodologies. ITIL Foundation or Expert certification is must Experience working in an infrastructure technology environment highly desirable
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Delivery Process/ Function Name
Quality
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Educational Qualification
B.Sc. / BE / B Tech/ MBA/ B.Stat
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Skills ( Must Have)

• Problem solving tools/ analytical skills A
• Excellent communication / interpersonal, facilitation skills A
• High energy level, confident, assertive and team player

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Experience ( Minimum)

• A Functional knowledge of Six Sigma, Statistical tools, Quality & Process re-engineering
• A Exposure to ISO, CMMi or COPC will be added advantage
• A Consulting experience in Shared Services Set up/BPO space is desirable

Mandatory Skills: ServiceNow - SaaS .
Experience: 5-8 Years .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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